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Mauricio Featherman Mauricio Featherman Ph.D

ITM-685 Customer Relationship Management

Hi and welcome to this course! Please read the syllabus and the first two chapters from the textbook before the class starts. You are also encouraged to watch CRM videos from the provided list and then continue watching CRM videos from your own Youtube search

Foundational Content

ITM-685-Syllabus

CRM Videos,

CRM is about sharing data

Microsoft CRM

Salesforce CRM Videos

Building a Loyal Customer Base – slides

10 Exercises/assignments Based on Chapter Analysis

Chapter 1 Discussion Guidelines and Exercises

Chapter 2 Discussion Guidelines and Exercises

Chapter 3 Discussion Guidelines and Exercises v2 (1 page answer to the assignment is sufficient)

Chapter 4 Discussion Guidelines and Exercises v3 (1 page answer to the assignment is sufficient)

Chapter 5 Discussion Guidelines and Exercises v3

Chapter 6 Discussion Guidelines and Exercises v2

Chapter 7 Discussion Guidelines and Exercises

Chapter 8 Discussion Guidelines and Exercises v2

Chapter 9 Discussion Guidelines and Exercises

Chapter 11/13 – More on user adoption and involvement

Group Presentation and/or Content useful for Final Projects
Some case studies/articles were emailed to you. Also here are some interesting videos that can decide will be presented on Sunday afternoon.

https://www.youtube.com/watch?v=fyuxxCNK7xw
https://www.youtube.com/watch?v=HRrQPJiXEo4
https://www.youtube.com/watch?v=_cGYIX_X_Ls

Other

Dynamics screenshot

CRM Fails – this slideshow discusses many reasons why CRM projects fail. If you fix all possible errors you have a chance of success

Creating an Analytics work team – this slideshow discusses operational analytics, and how to build an analytics capability. This is useful for operations, Marketing, and other management scenarions. This content to suplement the operational CRM focus of our textbook

Different Analytics Paradigms